Kristina DeCarlo

• Successfully led CX migration of Golden Nugget Online Gaming onto DraftKings platform post-acquisition
• Managed and supported near-shore and off-shore contact centers through BPO relationships to meet and exceed all contractually negotiated KPIs
• Improved ticket close rate by 30% in Q2 2024 development of new training and coaching program, and through process reengineering
• Negotiated new BPO rates and near-shore relocation resulting in $3M cost savings.

• Achieved and maintained record level 95% CSAT results with SLAs of >80%/30 seconds consistently across multiple brands and queues
• Managed and supported near-shore and off-shore contact centers through BPO relationships to meet and exceed all contractually negotiated KPIs
• Partnered with training, workforce management, quality assurance and change management teams to migrate support from near-shore to off-shore sites, achieving a 46% reduction in cost per interaction.

• Successfully led in-house contact center to handle 1.3M interactions per year
• Decreased average handle time by 10% for the voice queue through process reengineering
• Achieved and maintained >80% quality assurance score in 2021-2022
• Partnered with workforce management regularly to adjust and optimize scheduling to meet and/or exceed interval variance goals
• Reduced unnecessary customer compensation through leading and supporting a task force achieving $26M savings in 2022
• Increased employee Net Promoter Score 16% YOY through multiple employee engagement activities to create an inclusive and open environment.

• Led daily operations of 2 urgent care locations including: patient satisfaction, team onboarding and performance, staff scheduling, and quality control
• Improved patient satisfaction +8% by optimizing staffing and scheduling
• Partnered with local networking groups to promote a world-class patient experience, resulting in a 18% increase in patient volume.

• Led 70+ direct reports and 20+ indirect reports providing the top-rated customer experience in the NYC tri-state across multiple sites
• Created and executed action plans based on KPIs (DOMO, NPS, Press Ganey) with a focus on improving staff and patient satisfaction
• Led Workday implementation within operations to align all sites with a centralized hub for: supply ordering, human resources materials, onboarding, employee reviews and facilities maintenance requests
• Trained, coached and mentored new managers and supervisors through 12-week mentorship program.

Successfully developed and executed a rapid staffing growth plan while leading site through a transitional phase to extend hours of operation

• Monitored and assisted with patient flow at the site through effective communication with staff and providers.

• Led team of 10 patient care representatives supporting patient registration and experience.

• Managed logistics and staffing for an office merging of 3 medical practices; Oversaw daily operations including staff scheduling, appointments, billing and equipment maintenance
• Created and implemented SOPs for new practice
• Grew team from 2 to 10 team members by increasing patients per day through local marketing efforts and launching referral program.

• Ranked #1 and #9 in league-wide ticket sales revenue categories through new business accounts
• Successfully led the development and execution of NY Liberty's first Autism Awareness Day.